Customers

Australian social service agencies are taking the lead in using bots to improve services.

Digital customer service platforms offer better service when they use customer-centric language.

The intersection between what’s possible and what’s desired is where a business will succeed.

Retailers can boost profits and prevent abuse by tailoring their return policies with analytics.

Focusing on customers and employees leads to the delivery of winning customer experiences.

Digital growth often comes at the expense of customer experience, but a new approach offers a win-win.

Improving customer experience offers more long-term benefits than “earn-and-burn” loyalty programs.

Companies need to think about how they can become a customer destination.

Retailers have new challenges in getting customers to accept different prices on different channels.

Using AI to create humanlike computers is a shortsighted goal.

Customers relationships evolve. Understanding how is the key to tailoring your CRM strategy.

Building a sophisticated online user community a begins with a smart approach to seeding it with expert knowledge.

MIT SMR hosts a Twitter chat on analytics and customer service on March 1, 2018, at 11 a.m. EST #MITSMRChat.

In this webinar, Cornell University’s Sheryl E. Kimes discusses the expectations disconnect between companies and customers over self-service technologies.

Retailers need to understand how website features and advances in AI affect consumer behavior.

Duke Energy CEO Lynn Good reflects on guiding her company in an industry in transformation.

Though customer service is a key analytics focus, it offers potential for security improvements too.

New research demonstrates how the most efficient network designs also account for changing market conditions.

Product features designed to attract new customers differ from features that retain customers.

A new data tool from South Africa’s Nedbank helps its clients understand their customers better.